Senior Technical Account Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Integrate merchants through tailored OMS/eCommerce API integrations and platforms such as VTEX, Shopify, Magento, BigCommerce, and NetSuite.

• Collaborate with customer-employed System Integrators and coordinate with internal teams to provide implementation support.

• Work collaboratively across product, risk, marketing, and engineering teams to enhance the customer experience.

• Elevate unresolved customer issues to the Billing, Claims, Chargebacks, Implementations, Customer Success, Product, and Engineering teams.

• Investigate and resolve customer inquiries utilizing appropriate technology and resources.

• Document and disseminate best practices for internal reference.

• Partner with Customer Success as the main technical contact.

• Communicate integration progress to client stakeholders and document milestone achievements.

• Implement Signifyd’s practices and current best methods.

• Maintain an organized onboarding and support ticket portfolio with clear CRM updates.

• Take ownership of integration milestones, including custom requirements, success criteria, and timelines.

• Offer product feedback and insights based on user requirements.

• Conduct Signifyd Console training for merchants when required.

• Become a subject matter expert and share knowledge across the organization.

• Exemplify Signifyd values, act as a role model, and assist in the onboarding of new team members.

⛳️ Requirements

• Strong understanding of API terminology (e.g., GET, POST, PUT, JSON, Webhook, Listeners) and tools (e.g., Postman, Github).

• Experience with JSON, Python, APIs, PHP, and/or other web programming and scripting tools.

• Proficient with reporting tools (Looker), troubleshooting tools (Postman, SQL), and management platforms (Salesforce).

• 6 years of technical experience with SaaS solutions.

• Capability to analyze complex scenarios, formulate action plans, and guide peers to achieve key objectives.

• Proven enthusiasm for e-commerce or technology services.

• Exceptional written communication and presentation abilities.

• Prompt responses to both external and internal stakeholders.

• Resourceful, detail-oriented when necessary, highly organized, and innovative.

• Self-motivated individual who excels in ambiguous, fast-paced, deadline-driven environments.

• Ability to lead discussions with executive stakeholders.

• Fluent in English and Spanish.

• Background in eCommerce, financial/payment systems, and/or fraud mitigation is preferred.

• Proficiency in Portuguese is a plus.

• Resume must be submitted in English.

🏝️ Benefits

• Health, Dental & Vision Insurance.

• Life Insurance equivalent to 24 months of salary.

• Annual Performance Bonus.

• Christmas Bonus of 1 Month’s Salary.

• Food Vouchers.

• Stock Options.

• Paid Parental Leave.

• Flexible Work Arrangements.

• Telework Stipend for Home Internet.

• 12 Paid Vacation Days with 85% Vacation Premiums.

• Paid Holidays.

• Company Social Events.

• Signifyd Swag.

• Dedicated learning budget through Learnerbly.

• On-Demand Therapy for all employees & their dependents.